Legal
Returns & Refund Policy
How we handle damaged, incorrect, or unsatisfactory orders arranged with Mahamaya.
Last updated: 21 July 2026
We want you to be happy with your Mahamaya order. This policy explains how to report a problem with an order, and what to expect from our replacement and refund process.
1. Our Commitment
If your order arrives damaged, incorrect, or defective, we want to make it right — whether through a replacement or a refund, arranged directly with you.
2. Reporting a Problem
Please report any damaged, incorrect, or missing items within 7 days of delivery by contacting us on WhatsApp or email with your order details and clear photos of the item(s) and packaging received. Claims reported after this window may not be eligible for a replacement or refund.
3. Non-Returnable Items
For hygiene reasons, incense sticks and dhoop cones that have been opened or used cannot be returned, except where the product itself is defective, damaged in transit, or incorrect from what was ordered.
4. Replacement & Refund Process
Once we've reviewed your claim and supporting photos, we will offer either a replacement of the affected item(s), sent at no extra cost, or a refund to your original payment method, depending on availability and your preference. We aim to resolve approved claims within a reasonable time after the claim is confirmed; exact timing depends on the resolution agreed and, for refunds, your bank or payment provider's processing time.
5. Wholesale & Bulk Orders
Returns, replacements, and refunds for wholesale, distributor, and export orders are governed by the specific terms agreed with our trade team for that order, rather than this general policy. Please refer to your order agreement or contact your Mahamaya trade contact directly.
6. How to Raise a Claim
Email mahamayaproject01@gmail.com or WhatsApp +91 75492 73701 with your name, order details, a description of the issue, and photos of the product and packaging. We'll respond with next steps as quickly as we can.
7. Cancellations
Because orders are arranged individually via enquiry, cancellation requests are handled on a case-by-case basis — please contact us as soon as possible if you need to cancel or change an order that hasn't yet been dispatched.
This is a general Returns & Refund Policy. Specific timelines and outcomes are confirmed with you individually for each claim. If you have any questions or a problem with an order, please contact us directly.
Have an issue with an order? mahamayaproject01@gmail.com · WhatsApp us